Follow these steps in your app to complete a successful delivery:
Step-By-Step Guide
Send a notification to let the customer know you’re waiting.
While waiting, attempt to call the customer at least 3 times. An 8-minute timer will start as soon as you send a notification or make a call.
If the customer is still not responding after 8 minutes and you have tried to call at least 3 times, you will be able to contact Support.
A Support agent will organise a paid return or complete the delivery for you.
Important notes:
If your phone number is not up to date, you won’t be able to send a notification or call the customer.
Follow this process to update your contact details as needed.
If the customer number is missing or incorrect, you will get an error message, and you’ll be able to contact support directly.
The notification option is available for some clients only.
Instructions for Alternative Drop-Offs:
If you are delivering to any of the following types of drop-offs:
Hospitals
Offices
Schools
Please follow these specific steps instead:
Follow the absent customer process by waiting 8 minutes outside the address stated in the notes and calling the end customer 3 times.
If unreachable, follow these instructions:
For Food deliveries, please leave the food in a safe space, such as the building reception, and notify support through the “Absent Customer” bot option.
For Grocery and Retail deliveries, you will need to return these packages to the original pick-up location. Please notify support through the “Absent Customer” bot option to arrange your return.
⚠️ IMPORTANT:
Please do NOT return packages without the approval of support. If you need to return the package, please follow the returns process here.